| Hybrid Hiring : Contact Center Test Lead or Tester at Schaumburg , IL || Long- term Contract at Center, Colorado, USA |
| Email: [email protected] |
| From: Somesh Gupta, KK Software Associates [email protected] Reply to: [email protected] Hello, Hope you are doing well ! Please let me know if you are interested Role : Contact Center Test Lead/ Tester Location: Schaumburg , IL (Hybrid) Duration: Long- term Contract Job Description: Role 1: Contact Center Test Lead (With 15 + yr) 1.Good knowledge of Contact Center Domain preferably 4+ years 2.Good knowledge of IVR routing flows using Genesys, Genesys Cloud CXHands-on knowledge on automating IVR flows 3.Testing Experience using Cyara cloud-based application to execute & develop automation scripts and writing SQL queries 4.Testing Experience in all phases of the test cycle in CC domain, including Integration/System Testing, Regression Testing, User Acceptance Testing 5.Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting. Configure and customize these solutions 6.Support leadership with defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceeded. 7.Define data strategy for Contact Center KPI reporting, and customer centric reporting 8.Ability to analyze call data and performance metrics to identify trends,Best practices and areas for improvement 9.Testing Experience in Salesforce/Service now integrations with Genesys Cloud Ability to quickly learn GDF/Google GCAI chatbots and voice bots Testing in integration with Genesys cloud for call routing to agents. 10.Create test plans for QA, releases, upgrades, Implement devops solutions to automate repetitive tasks and perform automated testing. 11.Daily proactive testing and system health checks 12.Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts 13.Good customer interfacing skills and ability to collaboratively work with different stakeholders in IT and Business 14.Proficient in preparing Test plan strategy documents, business testing document and ensure Quality assurance on project deliverables. 15.Create new and modify existing IVR, IVA, and dialing campaign configurations per requirements. 16.Experience with Test Management tools Rational Tool suite, JIRA. 17.Sale Force experience is a plus and automation tool is a plus Role 2: Contact Center Sr. Tester (With 10+ yr) Description: 1.Good knowledge of IVR routing flows using Genesys, Genesys Cloud CXHands-on knowledge on automating IVR flows 1.Understanding of call center workflows, metrics, and best practices. Testing Experience in all phases of the test cycle in CC domain, including Integration/System Testing, Regression Testing, User Acceptance Testing Testing Experience in Salesforce/Service now integrations with Genesys Cloud Ability to quickly learn GDF/Google GCAI chatbots and voice bots Testing in integration with Genesys cloud for call routing to agents. Testing Experience using Cyara cloud-based application to execute & develop automation scripts 2. Design and implement voice call flows, including IVR menus, skill-based routing, and automated responses 3.Work with Test lead and support the Design and execution for contact center related testing activities 4.Develop test plans and test cases for IVR systems 5.Collaborate with cross-functional teams, including developers, network engineers, project managers, and operations, to ensure successful deployment and integration of IVR and IVA solutions. 6.Participate in testing, upgrades and deployments ensuring new versions and enhancements. 7.Responsible for resolving issues, working with developers and vendors, pulling logs and errors from logs. 8.Daily proactive testing and system health checks 9.Coordinate and improve existing call flows based on service metrics and user experience. 10.Experience with Test Management tools Rational Tool suite, JIRA Role 3: Contact Center Tester (With 6-8 yr) Description: 1.Good knowledge of IVR routing flows using Genesys, Genesys Cloud CXHands-on knowledge on automating IVR flows 2.Expertise in Test Case Design, Test Execution, Defect Tracking and Reporting. Experience of logging the bugs on QC and Jira. 3.Execute test cases to identify defects and verify system functionality 4.Collaborate with developers and business analysts to troubleshoot issues 5.Conduct regression testing to ensure fixes have been implemented successfully 6.Provide feedback and recommendations for improving IVR systems 7.Experience with Test Management tools Rational Tool suite, JIRA. 8.Work with Test lead and support the Design and execution for contact center related testing activities 9.Develop test plans and test cases for IVR systems Regards, Somesh Gupta | Technical Recruiter KK Associates LLC. 8751 Collin McKinney Pkwy, # 1302, McKinney, TX 75070 555 Metro Place North, Suite # 100, Dublin, OH 43017 Keywords: quality analyst artificial intelligence information technology Illinois Ohio Texas Hybrid Hiring : Contact Center Test Lead or Tester at Schaumburg , IL || Long- term Contract [email protected] |
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| Wed Oct 16 01:38:00 UTC 2024 |